ACKNOWLEDGEMENT It is an occasion to offer my indebt ness to choose personalities whom sincerecooperation and valuable guidance was received during the preparation of their projectreport.First, we would like to express our sincere gratitude to Mrs. Vartika chaturvedi , ourproject guide for putting me into a challenging project. And his sincere guidance andinspiration in completing this project report. . Finally we want to thank our friends also who helped me providing necessaryinformation related to our project. Last but not least we would like to express our gratitude to our institute oftechnology & sciences Ghaziabad.
PREFACEThe boom in Indian economy leads to the growth of Telecom Industry with thesignificant expansion. As this project has been undertaken in Bharti Televentures Pvt.Ltd. which is the strongest player in the market among the private players. In this projectresearcher has experienced the customer satisfaction level of the existing customers ofairtel Landline and Broadband. Researcher also experienced about the consumer behaviorand the strategies of the company & sales to maintain the huge customer base.Researcher has done a extensive market research about the problem and the factorsassociated with it. On the basis of the observed data and the analysis certainrecommendations have been given for the future exploration of the organization.
TABLE OF CONTENTS TOPIC PAGE(1) INTRODUCTION 06-18 Company Profile 06 Vision Mission & Values 07 Business Area 08-09 Product & Services 10-11 Competitors in the market 13-15 Background of the problem 16 Rational of the Study 17 The Scope 18(2) REVIEW OF LITERATURE 19-26 Customer Satisfaction 19 Tools for tracking & measuring Customer Satisfaction 20-23 Relationship marketing: The Success of BHARTI 23-26(3) OBJECTIVE OF STUDY 27(4) OBSERVATION, ANALYSIS & DISCUSSION 37-58 Data Observation 37-54 Analysis & Discussion 55-58(5) CONCLUSION 59(6) RECOMMENDATIONS 60(7) BIBLIOGRAPHY 63
INTRODUCTION OF ORGANIZATION & THEPROBLEMBHARTI TELE-VENTURES LIMITED: The Company Profile Bharti Tele-ventures Limited was incorporated on July 7, 1995, for promotinginvestments in telecommunication services. Its subsidiaries operate telecom servicesacross India. Bharti is India’s leading private sector telecommunications servicesprovider, with a customer base of approximately 17.53 million: 16.33 million mobile and1.2 million fixed line customers. Bharti Tele-Ventures Limited (a part of Bharti enterprises) have been structuredinto two main strategic business groups - the Mobility Leaders business group and theInfotel Leaders business group. The Mobility business group provides GSM mobileservices across India in 23 telecom circles, while the Infotel business group providesbroadband & telephone services, long distance services and enterprise services. All theseservices are provided under the AirTel brand. The company is the only operator toprovide mobile services in all the 23 circles in India. The company also providestelephone services and Internet access over DSL in 15 circles.
VISIONTO BE GLOABALY ADMIRED FOR TELECOM SERVICES THAT DELIGHTCUSTOMERSMISSIONTo meet global standards for telecom services that delight customers through: Customer service focus Empowered Innovative services Cost efficiencyVALUES Customer: Be responsive towards the needs of the customers. People: Trust and respect the employees. Learning: Continuously improve services – innovatively & expeditiously. Community & Partners: Be transparent and sensitive in the dealing with all stakeholders.
BUSINESS AREA Cellular Services: Bharti has been a pioneering name in the Indian Telecom Industry. In Delhi itself Bharti launched first mobile service under the name of AirTel. Today AirTel’s mobile footprint extends across the country in 21 Telecom circles. Its service standards compare with very best in the world. Fixed Line Services: Bharti Tele-Ventures became the first private fixed-line service provider in India. It is now promoted under the Airtel brand. Recently, the Government opened the fixed-line industry to unlimited competition. Airtel has subsequently started providing fixed-line services in the six states ie- 5 circles of NCR, Haryana, Madhya Pradesh, chattisgadh, Karnataka & Tamil Nadu. Internet & Broad Band: AirTel Enterprise services bring comprehensive suits of data technology. It provides DSL Services over optical fibers with dedicated line. So it is 5 times faster than Analogue Connection. It is most preferred high-speed internet service (over 2,50,000 subscriber nation wide).
National long distance Service: To provide National Long Distance(NLD) Services, Bharti has laid 25,000 km of optical fibre with presence in 200 cities. It is also interconnected with all leading cellular operators, fixed line service providers. International long distance Service: To provide this service across Asia Pacific region it has laid i2i submarine cable network along 3,200 km and the landing stations are Singapore and Chennai.
PRODUCTS & SERVICES OFFERED WITH AIRTEL LANDLINE &BROAD BAND(1) ISDN: Integrated Service Digital Network (ISDN) is a standard, all-digital accesstechnology that allows simultaneous, integrated voice and data capabilities over ordinarytelephone lines. An ISDN PRI is configured with 30 bi-directional B (Bearer) channels and one D(Data) channel. It allocates all signaling and call control requirements to the D channel,leaving the 30 B channels free for any mix of voice and circuit switched data. ISDN BRI is suitable for both residential and commercial purpose, configuredwith 2 bi-directional B channels and 1 D channel.(2) BROADBAND: With the speed of 512 Kbps AirTel Broadband isapproximately 5 times faster than an analogue connection. Larger data application, fasterfile transfer, streaming multimedia and heavy duty surfing every thing we can imagine isnow easily possible with this facility. Superior server technology and a dedicated portprovide total security to data, both stored and in transit. Bharti also provide round theclock Customer Support.
(3) WiFi: Now we can access the Internet facility wirelessly with WiFi. Wecan use net anywhere we need it, what only we have to do just login into corporate LANfrom any where in the premises. We don’t need to stick to our workstation for using theInternet facility. There is no need to load DSL driver on PC or laptop, just connect the PCor laptop to Ethernet port or over WiFi, and we can start surfing.(4) Centrex: Airtel Centrex is also called a virtual EPABX for offices, atvarious locations. Its intercom calling facility (between Centrex lines) lets us call ourcolleagues in other branches for free. The Centrex is part of Airtel’s robust high-techswitching system, which assures high reliability and security.SOME OTHER SERVICES: (1) Group Pulsing (2) Roaming on Landline (3) Voice Mail Service (4) Hunting Service (5) 3-Party Conferencing (6) Audio Conference (7) Remote Video Surveillance over the Internet
COMPETITORS IN THE MARKET Now days in the market each and every company has to face a stiff competitionfor its survival. AirTel, which is the strongest brand among the private service provider inthe Indian Telecom Industry, has been facing a tough competition by some other telecomgiants like MTNL, Reliance & Tata Indicom. (1) MAHANAGAR TELEPHONE NIGAM LIMITED (MTNL): MTNL was setup in 1986 by Govt. of India to upgrade the quality of telecomservices, expand the telecom network, and introduce new services and to raise revenuefor Telecom department in the key metros like Delhi & Mumbai. It has a strong financialbase, market share of 13% and customer base more than over 4.75 million lines. Govt. of India currently hold 56.25 % stake n the company. Services provided bythe company:(i) Basic Services: Plain old Telephone service through digitalized public switched telephone network.(ii) Garuda: Technically most advance and most affordable in Delhi. Call rate – 40 paise/min & Rent – 200/- per month(iii) ISDN: For voice, Data & Video.(iv) Internet: PSTN & ISDN dialup Internet Access.(v) Dolphin: GSM based cellular service(vi) Answering machine Service, Leased Circuit & Trunk Service.
(2) RELIANCE INFOCOM: Reliance - Anil Dhirubhai Ambani Group, an offshoot of the Reliance Groupfounded by Shri Dhirubhai H. Ambani (1932-2002), ranks among India’s top threeprivate sector business houses in terms of net worth. Reliance – ADA Group’s flagshipcompany, Reliance Communications, is Indias largest private sector information andCommunications Company with over 20 million subscribers.Services provide by the company:(1) Reliance GSM services: Reliance Infocom has launched very oldGSM services in mobility in some of the states like Bihar, Jharkhand, Orissa up, delhietc.(2) Reliance India Mobile: PAN India network and town coverage. • 80,000 kms of optic fiber backbone. Wireless network covering over 2,400 cities/towns, to expand to over 5,700 cities AND 4,00,000 villages by December. • 4,300 Base Transceiver Stations (BTSs) across the country, to increase to around 8,500 by December.(3) Reliance Broadband:
A flexibility to choose the speed from the range of 100 kbps to 8000 mbps. Bonus bandwidth of 100, 300, 600 instead of 64, 212, 524. Charging of net surfing is also available in per minute tariff.TATA INDICOM:Tata indicom is another main competitor of Airtel in the market due its strong presence ofit in the CDMA mobility, broadband and WLL fixed phone segment.Tata Indicom fixed phone: - Tata Indicom offers almost instant phone connections. GetTata Indicom Landline Phone services based on the state of the art Optical Fibre Cable-based backbone. Enjoy greater voice clarity and say goodbye to excessive billing.Tata Indicom Phone Connections Advantage Superior voice clarity Instant and hassle - free connections Accurate billing Secure and tamper – proof lines Responsive and friendly service 24 x 7 friendly customer serviceBACKGROUND OF THE PROBLEM
As we know that now a days there is enormous competition exist in each area ofmarket and the circumstances are similar also in the case of Telecom Industry. To facethis competition this is very essential for any of the organization to do a proper planning,implementation and taking proper feedback about the process. By doing these things anyorganization might be able to deliver better product, services or the combination of both.“ To measure the customer satisfaction level of existing users of AirTel The motive of undertaking such task was quite clear to the researcher.Organization simply wanted to take proper feedback of their customers. They wanted toknow what exactly their customers feel about the services of Bharti and about the brandof AirTel. What are the strong features of AirTel and what are its weaknesses or wherethey lag, by knowing all these facts they could improve their quality of service.THE RATIONALE OF THE STUDYThere was a time when government had a monopoly in the telecommunication sector. Butin the year 1999 deregulation in telecom sector, brought a number of private players,which gave stiff competition in the monopoly market. Telecom Tariff has been changed
rapidly because of this deregulation. Deregulation has opened up a new market fortelecom services. Now days in telecom sector there are three types of service provider: 1. Fixed Landline Service Provider 2. Wireless Local Loop Service Provider 3. GSM Service Provider 4. CDMA Service Provider To survive in this competitive market each and every company tries to providebetter service at lowest possible price to the consumer. As we know Bharti providesservices in Fixed Landline and GSM area under its brand Airtel. And Airtel is very strongbrand in the market. By doing this project the researcher will be able to understand what is the presentperception of the consumer about Airtel landline & Broadband and what is the exactsatisfaction level of its existing customers.THE SCOPEAs we know very well that Airtel is market leader among private sector players in IndianTelecom Industry so, there is a huge pressure upon the company (Bharti Tele-venturesPvt. Limited) to retain its position in the market. BTL is facing several challenges fromits competitors mainly MTNL, Reliance & Tata Indicom. More over the main challenge
is to retain the present customer base and try to increase it by providing them betterservice at affordable price. This project will help the company to know its market reputation. As this project mainly deals with the consumer perception about Airtel and its competitors. The organization may utilize this work to focus it customer with greater perfection. By using this project the organization may find some remedy, if there will be any sort of dissatisfaction about the service amongst the customers. REVIEW OF LITERATURECUSTOMER SATISFACTION Company’s first task is to create customers but today customers face a vast arrayof product and Brand choices, prices and suppliers. How do customer make theirchoices?
We believe that customer’s estimate which offer will deliver the most value.Customers are value maximizers within the bound of search of cost and limitedknowledge, mobility and income. They form an expectation of value and act on it.Whether or not the offer leaves up to the value expectation affects customer’s satisfactionand their repurchase probability. Our premise is that buyers will buy from the firm they perceive to offer thehighest delivered customer value and total customer cost.Customer delivered value = (Total Customer value – Total Customer cost). Total customer value is the bundle of benefits customers expect from a given product or a service. Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining and using the product and service. Satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance and expectations. Many companies are aiming for high satisfaction because customers who are justsatisfied still find easy to switch when better offer comes along. Those who are highlysatisfied are much less ready to switch. High satisfaction or delight creates an affinitywith the brand not just a rational preference. The result is high customer loyalty.
Some of today’s most successful companies are raising expectation and deliveringperformance to match. These companies are aiming for TCS (Total CustomerSatisfaction).TOOLS FOR TRACKING AND MEASURING CUSTOMERSATISFACTION Complaint and suggestion systems: - A customer-centered organization makes it easy for its customers to deliversuggestions and complaints. Many restaurants and hotels provide forms for guests toreport their likes and dislikes. A hospital could place suggestion boxes in the corridors,supply comment cards to exciting patients and hire a patient advocate to handle patient’sgrievances. These information flows provide these companies with many good ideas andenable them to act more rapidly to resolve problem. Customer satisfaction surveys: - Many companies obtain a direct measure of customer satisfaction by conductingperiodic surveys. They send questionnaires or make telephone calls to a random sample
of their recent customers and ask if they were very satisfied, satisfied, somewhatdissatisfied or very dissatisfied. With various aspects of company’s performance whilecollecting customer satisfaction data it is useful to ask additional question to measure thecustomer’s repurchase intuition, those will normally be high if the customers satisfactionis high. It is also useful to measure customer’s willingness to recommend the companyand brand to other person. A high positive word of mouth indicates that the company isproducing high customers satisfaction.[BHARTI TELEVENTURES PVT. LTD HAS ADOPTED ABOVE MENTIONEDSTRATEGY TO MEASURE THE SATISFACTION LEVEL OF ITSCUSTOMER.] Lost Customer analysis: - Company should contact customers who have stopped buying or who haveswitched to another service provider or supplier to know why this happened. Not only itis important to conduct exit interviews when customer first stop buying but also tomonitor the customer loose rate which if increasing clearly indicates that the company isfailing to satisfy its customers.ATTRACTING AND RETAINING CUSTOMER
To improve their relations with their partners in the supply chain, many companies areintent on developing stronger bonds and loyalty with their ultimate customers. In the pastmany companies took their customers for granted. Their customers may not have hadmany alternatives of supply or all suppliers were equally deficient in the service or themarket was growing so fast that the company did not worry about satisfying itscustomers. Clearly things have changes.THE NEED FOR CUSTOMER RETENTIONThe cost of attracting a new customer is estimated to be 5 times the cost of keeping acurrent customer happy. It requires a great deal of effort to induce satisfied customers toswitch away from their current suppliers. Unfortunately most marketing theory and practice centered on the art of attractingnew customers rather than retaining existing ones. The emphasis traditionally has been onmaking sales rather than bui;lding relationship. The focus has been on reselling andselling rather than on caring for the customer afterwards. Today however, most of thecompanies are recognizing the importance of satisfying and retaining current customers.There are two ways to strengthen customer retention: -  One is to erect high switching barriers. Customers are less inclined to switch to another suppliers when this would involve high capital cost, high search cost and the cost of loyal customer discounts and so on.
 The better approach is to deliver high customer satisfaction. This makes it harder for competitors to overcome switching barriers by simply offering lower prices. The task of creating strong customer loyalty is called Relationship Marketing. Relationship Marketing embraces on those steps that companies undertake to know and serve better their valued individual customers.RELATIONSHIP MARKETING: THE KEY OF SUCCESS OFBHARTI TELEVENTURES PVT. LTD.If you want to study the practical aspect of marketing theories then it can be done only byseeing that how organizations implement those theories in their working processdefinitely with some modifications. Here researcher has tried his best to examine theprocess involved in attracting and retaining customers which are the main fundas ofCustomer Relationship Marketing (CRM).There are certain steps involved in customer relationship development process. Suspects: For Airtel everyone who might conceivably buy the landline or its broadband connection. The sales team looks hard at the suspects i.e., the need of the customer, budget and the expectation about the service. So, they can determine who are the most likely prospects.
Prospects: The people who have a strong potential interest in the Telecom services and the ability to pay for it. Disqualified prospects: When sales team studies the prospects properly and when they find they have poor credit and would be unprofitable company assuming them as a disqualified prospect. Note: Above three steps are termed as the process of COLD CALLING. First time customers: After Cold Calling sales team visits to the qualified prospect then they do detailing to them about the services, try to match the prospect’s need and the product profile. So, this is the process to convert qualified prospects into first time customers. Repeat customers: Now the main process of CRM starts with providing better After sales service to the customers. Company tries to satisfy the customers and build a strong relationship with them. They do not want to loose customer due to their dissatisfaction because according to their view “ A satisfied customer can give you 10 more customer but a dissatisfied customer can cut your 100 prospective customer.” Clients: the company then acts to convert repeat customers into client’s people who buy only from the company in the relevant product category.
Some cautions in measuring customer satisfaction level When customer rates their satisfaction with element of the company’s performance the company needs to recognize that two customers can report being “highly satisfied” for different reasons. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion. Company should also note that manager and sales people could manipulate their ratings and customer satisfaction. They can also try to exclude unhappy customers from the survey. Another danger is that if customers know that the company will go out of its way to please customers many express high dissatisfaction in order to receive more concession. OBJECTIVE OF THE STUDYAny researcher must be very clear about the objective of his study orresearch. MAIN OBJECTIVE:
To find out whether the existing users of Airtel are satisfied? And which factors play important role to satisfy customers. SPECIFIC OBJECTIVE: To obtain the desired result researcher needed to know: How many customers use the broadband services of Airtel ? • What is the brand image of Airtel in consumers mind? • Which features of Airtel do customers like most? • What are the expectations of consumers from Airtel? OBSERVATION, ANALYSIS & DISCUSSION DATA OBSERVATION[Q.1] Market Segment: - (a) Commercial (b) ResidentialMarket Segment Statistics
Market Segment Cumulative Frequency Percent Valid Percent PercentValid Commercial 43 26.5 26.5 26.5 Residential 119 73.5 73.5 100.0 Total 162 100.0 100.0Remarks:Here we can see the distribution of Airtel in residential (73.5%) and commercial (26.5%)segment. But it has been also experienced that the penetration of Airtel in commercialarea is much higher than residential i.e. approximately 43% in commercial segment. How did you get aware about Airtel Landline & Broadband services? (a) Banners & Hoardings (b) Sales people (c) Tele calling (d) Newspaper (e) References (f) Others Awareness about service Frequenc Valid Cumulative y Percent Percent Percent
Valid Banners & 21 13.0 13.0 13.0 Hoardings Sales People 109 67.3 67.3 80.2 Tele Calling 3 1.9 1.9 82.1 News Paper 6 3.7 3.7 85.8 References 1 .6 .6 86.4 Others 22 13.6 13.6 100.0 Total 162 100.0 100.0Remarks:Among different means of awareness we can see from the graph 67% people get awareabout the services from the sales people. By applying ONE SAMPLE T-TEST on thevariable to check whether it realy depict the population or not, researcher found thesignificance level .000, which is less than .005. Hence it did not occur by chance the datais significantly important.
Do you think brand image of Airtel is stronger than others? (a) Yes (b) No About Brand Image of AirTel Cumulative Frequency Percent Valid Percent PercentValid Yes 155 95.7 95.7 95.7 No 7 4.3 4.3 100.0 Total 162 100.0 100.0
Remarks:When users were asked about the Brand image of Airtel, 96% said its image is strong and4% said it is not. By applying on the variable to check whether it really depict thepopulation or not, researcher found the significance level .000, which is less than .005.Hence it did not occur by chance the data is significantly important.Voice Clearity Cumulative Frequency Percent Valid Percent PercentValid Average 6 3.7 3.7 3.7 Good 33 20.4 20.4 24.1 Excellent 123 75.9 75.9 100.0 Total 162 100.0 100.0
Remarks:The above graph shows about voice clarity of airtel landline it is excellent The tatal75.9% customer tells its excellent and only 3.7% are not agree with statement which isvery low so we can conclude it is a excellent feature provided by airtelCONCLUSIONDuring this project researcher went through the working culture of the organization,functionalities of sales team and the identification of market potentiality apart of the datacollection about the given problem. So, as a whole it can be said organization emphasizemore on teamwork, motivating the employees and building the friendly environment.According to the company more than 90% of the business (sales) is done through directmarketing by their enthusiastic sales team. Since this project is all about customer
satisfaction & sales about the service so it highly depend on the way of deliveringservices.s Since Airtel is the strongest service provider among private players and customersalso perceive it as a strongest brand. So it has to maintain a high customer base withproviding them complete satisfaction. Practicing a proper Customer RelationshipManagement can only do it and Bharti implement it properly. So why it is now amongtop names in the world.
RECOMENDATIONSSince the project tries to reveal the level of customer satisfaction of Airtel users andimportant factors related with it.Since the maximum business is done through direct marketing so there should be properplanning and guidelines for the sales team. Motivation in terms of monetary and non-monetary for the sales people is must and the responsibility of this should be on direct supervisor. It has been also found that there is a large no. of wrong commitments done by sales people with the customers in the market due to the extreme pressure of sales target, which leads to customer dissatisfaction. Organization must check it immediately because it is harming the Brand Image of Airtel. There should be a proper and efficient communication channel within the organization both for employees as well as customers. They should provide much better After Sales Services, because this is a decision making variable for the customers. Billing Process should be more transparent because it leads to the reliability about Brand.
Appendix – (01) MARKET SURVEY QUESTIONNAIRE TO KNOW CUSTOMER SATISFACTION LEVEL OF EXISTINGUSERS HAVE AIRTEL LANDLINE & BROADBAND SERVICES.[Q.1] Market Segment: - (a) Commercial (b) Residential[Q.2] For how long you have been using Airtel Landline/ Broadband? (a) < 3 months (b) 3 months – 6 months (c) 6 months – 1 year (d) more than 1 year[Q.3] How did you get aware about Airtel Landline & Broadband services? (a) Banners & Hoardings (b) Sales people (c) Tele calling (d) Newspaper (e) References (f) Others[Q.4] Do you also use Broadband service of Bharti along with its Landline? (a) Yes (b) No[Q.5] If no, then do you avail any other broadband service? (a) Yes, (specify) name __________________________ Reason _________________________ (b) No.[Q.6] Do you think brand image of Airtel is stronger than others? (a) Yes (b) No (c) Cant say[Q.7] Are you satisfied with the Airtel Landline/ Broadband services? (a) Very much satisfied (b) Satisfied (c) Average (d) Partially dissatisfied (e) Dissatisfied
[Q.8] If satisfied, which feature of bharti does you like most? (a) Competitive pricing (b) High Speed (c) Downloading capacity (d) Data Security (e) After Sales Service (f) Others[Q.9] Please rate the following Bharti features on the scale of 5 (5= very good, 4= good, 3=Avg. 2= Bad, 1= worst). (a) Salesman’s attitude. (b) Wiring & Installation. (c) After sales service. (d) Voice clarity (e) Billing (f) Customer care[Q.10] If you are not satisfied, then in which area they shouldimprove? (a) Pricing policy (b) After sales service (c) Value added services (d) Billing Process (e) Other[Q.11] Would you like to recommend Airtel to your friends and relatives? (a) Yes (b) No (c) Can’t say If no, why? Reason ________________________________________ _________________________________________NAME: --------------------------------------------------------------------------------AREA:----------------------------------------------------------------------------------- Thanks for your co-operation.
(3) Awareness about Service: T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean Awareness about service 162 2.5247 1.50445 .11820 One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Awareness about service 21.359 161 .000 2.52469 2.2913 2.7581 [TABLE-1](4) Use of Broad Band along with its Broad Band:T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean Use of Broadband 162 1.2901 .45523 .03577 with Landline One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Use of Broadband 36.071 161 .000 1.29012 1.2195 1.3608 with Landline [TABLE-2]
(6) Brand Image:T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean About Brand 162 1.0432 .20396 .01602 Image of AirTel One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper About Brand 65.101 161 .000 1.04321 1.0116 1.0749 Image of AirTel [TABLE-3] (7) Most Preferable feature of AirTel: T-Test
One-Sample Statistics Std. Error N Mean Std. Deviation Mean Most Preferable 162 3.6111 1.73115 .13601 feature of AirTel One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Most Preferable 26.550 161 .000 3.61111 3.3425 3.8797 feature of AirTel [TABLE-4] (10) In which area Airtel should be improved? T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean In Which Area 162 2.9136 1.20246 .09447 Improvent is needed ? One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper In Which Area 30.840 161 .000 2.91358 2.7270 3.1001 Improvent is needed ? [TABLE-5] (11) Would you like to recommend Airtel to others?T-Test
One-Sample Statistics Std. Error N Mean Std. Deviation Mean Would You Like To Recommend AirTel to 162 1.0556 .22977 .01805 Your Friends & Relatives One-Sample Test Test Value = 0 95% Confidence Interval of the Mean Difference t df Sig. (2-tailed) Difference Lower Upper Would You Like To Recommend AirTel to 58.471 161 .000 1.05556 1.0199 1.0912 Your Friends & Relatives [TABLE-6] Appendix – (04) LINEAR MULTIPLE REGRESSION ANALYSISRegression
Variables Entered/Removedb Variables VariablesModel Entered Removed Method1 Customer Care response, Voice Clearity, Billing . Enter Process, Salesman s Attitude, After Sales a Service a. All requested variables entered. b. Dependent Variable: Satisfaction Level about service Model Summary Adjusted Std. Error ofModel R R Square R Square the Estimate1 .695a .483 .467 .69279 a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process, Salesmans Attitude, After Sales Service ANOVAb Sum ofModel Squares df Mean Square F Sig.1 Regression 70.070 5 14.014 29.198 .000a Residual 74.874 156 .480 Total 144.944 161 a. Predictors: (Constant), Customer Care response, Voice Clearity, Billing Process, Salesmans Attitude, After Sales Service b. Dependent Variable: Satisfaction Level about service
Coefficientsa Unstandardized Standardized Coefficients CoefficientsModel B Std. Error Beta t Sig.1 (Constant) 7.194 .578 12.437 .000 Salesmans Attitude -.352 .090 -.258 -3.899 .000 After Sales Service -.266 .083 -.243 -3.216 .002 Voice Clearity -.322 .108 -.178 -2.971 .003 Billing Process -.231 .078 -.186 -2.954 .004 Customer Care response -.220 .091 -.191 -2.423 .017 a. Dependent Variable: Satisfaction Level about service